Senior support analyst

global leader in customer data science

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20-28万

上海

本科及以上 5年以上 英语 + 普通话 20-40岁

职位描述:

Responsibility and requirements
• Provide a single point of contact for all internal IT related user/customer queries/issues.

• Log all requests using Service-Now and ensure the customer is responded to in a timely manner.

• Ensure all calls are prioritised in order of urgency/impact to the business, allocate/escalate tickets to internal teams and follow up to ensure SLA targets are achieved and the escalation process is followed at all times.

• Provide 1st and 2nd line technical support for Microsoft suite of products, PCs and laptops, mobile devices, printers and audio visual and telecommunication equipment.

• Take a keen interest in the Service Improvement roadmap for the Service Desk team that is consistent with both the dunnhumby and Global Support OGSM and is compatible with the Global Service Desk roadmap.

• Proactively monitor the Support Bar looking for potential issues and highlighting them as appropriate. Work with the team to ensure all documentation is kept up to date at all times.

• Display elevated working standards ensuring own SLA and satisfaction targets are met at all times and collaboratively ensuring team targets are met.

• Ensure the CMDB is kept up to date at all times.

• Proactively monitor IT stock and raise POs/place orders when required, ensuring stock levels do not fall below the minimum.

• Regularly update/reimage the loan and training laptops, ensuring they are in good physical condition and working well.

其他信息:

  • 汇报对象:IT MANAGER
  • 下属人数:0人
  • 所属行业: IT服务/系统集成,专业服务...
  • 所属部门:IT
  • 企业性质:外商独资·外企办事处
  • 企业规模:100-499人
  • 专业要求:不限

薪酬福利:

  • 职位年薪:20-28万
  • 薪资构成:基本薪资
  • 年假福利:国家标准
  • 社保福利:国家标准
  • 通讯交通:不确定

企业介绍:

global leader in customer data science

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